Process Delivery Specialist (Rolling Intake)

Your role

Responsible for answering customer queries, dealing with complaints, and providing potential customers with detailed information about our products. They interact with customers on a daily basis, helping them to understand their policies and answer any questions they may have about coverage or claims.

You should have a friendly and professional demeanor, good communication skills, and the ability to stay calm under pressure.

• Receives inbound calls to provide customer service support to policy holders, agents, 3rd party callers and new customers
• Conducts research through maximizing all available resources and provides the necessary information in response to queries from callers
• Provides resolutions to caller problems and issues including researching and exploring alternative solutions
• Creates promised solutions or after call work and escalates unresolved issues outside of his/her scope
• Accepts payment and initiates disbursement requests over the phone
• Navigates through a computerized data entry system or other relevant applications
• Manages documentation of all call information according to standard operating procedures
• Process callbacks for minor requests like faxing/emailing policy information, send letters to another address or confirmation of payments received
• Undertakes all compliance and regulatory training in line with company requirements
• Accountable in keeping up with process related learnings/training and meet performance standards set by the business
• Completes customer’s transactional requests as provided by caller.
• Employs probing questions and actively listens to customer issues or questions, showing interest and compassion and displaying empathy for the caller’s situation
• Demonstrates accuracy in processing changes to customer policies based on the information provided
• Actively listens to customer issues or questions, showing interest and compassion and displaying empathy for the caller’s situation.
• Ensure facilitation of first call resolution and customer satisfaction on all transactions handled.
• Be able to handle any requests regarding customer documentation (to include all documents sent out by our company) and be able to clearly explain them including any follow-ups required on our customer’s part.

About you

Basic Qualifications:

• If college graduate, fresh graduates AND experienced professionals are accepted
• If college undergraduate, 1-2yrs of relevant work experience in a call center
• Excellent written and verbal communication and interpersonal skills.
• Knowledge in MS Office applications
• Strong customer focus and adaptability to different personality types
• Able to work in multi-shift environment, including holidays
• Able to multi-task, set priorities and manage time effectively
• Experience in Insurance account is a must.
• Location: Must be willing to report onsite – Eastwood City Libis
• Shift: Night Shift
• Demonstrate initiative and responsibility for actions
• Work independently while maintaining an effective team member mentality
• Maintain a strong record for attendance and punctuality in arriving at work; attendance and punctuality are mandatory during training – no exceptions
• Ability to read and interpret work-related documents
• Ability to respond to routine correspondence
• Ability to listen, speak, and interact effectively with all customers and co-workers, adapting communication for optimal understanding
• Excellent verbal communication skills required; ability to practice professional telephone etiquette and techniques on all calls
• Ability to understand and follow instructions, both written and verbal
• Employee must be willing to work a flexible schedule to meet the needs of the account, including overtime, and emergency shifts

Benefits

• Health Insurance
• Life Insurance
• Dental Insurance
• Vision Insurance
• Long-term Disability Insurance
• Temporary Disability Insurance
• Severance Pay
• Accidental Death & Dismemberment Insurance
• Work Life Balance
• IBM Money Smart
• Edelman Financial Engines
• Discounts for IBMers
• Holiday Plan
• Vacation Plan
• Paid Care Leave

Training & development

Successful businesses understand that it’s more beneficial and cost-effective to develop their existing employees instead of seeking out new talent.

The top ten benefits of employee training and development programs include:

• Increased productivity: When employees stay current with new procedures and technologies, they can increase their overall output.
   
• Reduced micromanagement: If workers feel empowered to perform a task, they typically require less oversight and work more independently.1
   
• Train future leaders: Organizations must have a solid pipeline of well-trained and innovative potential leaders to grow and adapt over time.
   
• Increased job satisfaction and retention: Well-trained employees gain confidence in their abilities, leading to greater job satisfaction, a reduction in absenteeism and overall employee retention.
   
• Attract highly skilled employees: Top recruits are attracted to firms with an identifiable career path based on consistent training and development.  
   
• Increased consistency: Well-organized training helps ensure that tasks are performed uniformly, resulting in tight quality control that end users can trust.
   
• Increased camaraderie: Training and development help create a sense of teamwork and collaboration.
   
• Bolstered safety: Continuous training and development help ensure that employees have the knowledge and skills to perform a task safely.
   
• Ability to cross-train: Providing consistent training creates a knowledgeable team overall where employees can help train or assist each other as needed.
   
• Added innovation: Consistently trained employees can help develop new strategies and products, contributing to the company’s bottom line and continued success.

Sources

The following sources are used in researching this page:

• careers.ibm.com/job/20700379/process-delivery-specialist-contact-center-manila-quezon-city-ph/
• ibm.com/topics/training-development
• ph.prosple.com/graduate-employers/ibm-philippines
• youtube.com/watch?v=7YktAUdh2DQ